Salesforce: Benefits Of AI In Increasing The Work Efficiency Of Customer Service Teams

Illustration of customer service (photo: Pixabay)

JAKARTA - Salesforce, the world's leading AI CRM has just released its latest State of Service report, which discusses artificial intelligence (AI) and data benefits to increase customer revenue, efficiency and satisfaction.

Conducted to 5,500 more professional service fields in 30 countries including Indonesia, this report shows that organizations running in the service sector choose to rely on AI to increase work efficiency.

Salesforce sees that 86 percent of the professional services sector in Indonesia claims to have used AI or evaluated the benefits of AI for its work. In fact, 80 percent of professionals plan to increase AI investment this year.

"The Generative AI will allow agents to provide a smoother and more personal customer service experience, freeing time to focus on building relations," said Gavin Barfield, Chief Technology Officer & Vice President of Solutions, Salesforce ASEAN.

Professionals see that there are at least three main functions of AI use in services in Indonesia, including customer service responses, smart assistants that handle customers, as well as automatic summarys and work reports.

Moreover, the majority or as many as 96 percent of the professional services sector in Indonesia using AI also said that AI helps save their time.

"AI helps customer service agents become more efficient by reducing administrative tasks, thus saving time for them to focus on providing personalized and income-generating customer experience. This will fundamentally change the role of service teams in the business in Indonesia from a cost center to a profit center," he added.